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  • 1.  Limit transfer queues (especially between channels)

    Posted 05-17-2023 15:50
    No replies, thread closed.

    Is there a way to limit transfer queues so agents can't see some queues.

    1). Agents are accidentally transferring chats to voice queues, and vice versa.
    2)  we have some queues in our org (division) that we don't want agents to transfer to .  (not show up in gui)


    #Implementation
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 2.  RE: Limit transfer queues (especially between channels)

    Posted 05-18-2023 04:40
    No replies, thread closed.

    Hi Clayton

    Couple of ideas you may want to review/comment/vote on:

    - To exclude specific queues from being transfer targets https://genesyscloud.aha.io/ideas/ideas/INB-I-873
    - To restrict transfers to queues based on the media of that queue https://genesyscloud.ideas.aha.io/ideas/INB-I-473

    For the latter, there is currently no way of designating a queue as 'voice' vs. 'email' so that request implies we'd need some mechanism to support that (at least for transfers)as part of any enhancement.



    ------------------------------
    David Farrell
    Genesys - EmployeesDavid Farrell
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Limit transfer queues (especially between channels)

    Posted 05-18-2023 04:59
    No replies, thread closed.

    I'll add my own idea to this list :)

    https://genesyscloud.ideas.aha.io/ideas/UCC-I-640





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    Vaun McCarthy
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    Original Message


  • 4.  RE: Limit transfer queues (especially between channels)

    Posted 05-18-2023 08:48
    No replies, thread closed.

    Hi Clayton. We had a similar problem, where voice calls were being blind transferred to our SMS queue. Our development team was able to redirect voice calls transferred to the SMS queue to the top of the voice flow for the intended department.



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    Nicki Dehn
    AAA Club Alliance
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    Original Message


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